SyncShowB2B Marketing Blog

All growth-minded organizations have two key players: sales and marketing. In good organizations, sales and marketing work together to achieve goals. In great organizations, sales and marketing are combined to form one revenue team. In the best organizations, a third player is brought in: customer experience.

Customers are every business’s powerhouse. Without them, how would any business survive? Nowadays, everyone understands the importance of customers and their experience with a business. Those businesses that prioritize customers are reaping the benefits.

Customer experience (CX) can be defined as any interaction that your organization has with your customer, and it’s becoming top of mind within the C-suite at most businesses. In fact, Walker Information states that customer experience will overtake price and product as key brand differentiators by the end of 2020 and, according to Capgemini, 80% of consumers are willing to pay more for a better customer experience.

As humans, we're hardwired to demand storytelling. Traditional stories involve relatable characters achieving some degree of success or closure. We enjoy these stories because we can empathize with the plight of each main character and want them to be successful.

Word of mouth is an incredibly powerful tool when it comes to growing your customer base. In fact, Convince & Convert Consulting found that 83% of Americans are more likely to purchase a product or service from a company if they’ve received a recommendation from a friend or family member.

In today’s buying world, whether it be business-to-business (B2B) or business-to-consumer (B2C), customer expectations are changing.

Especially in a competitive market, today’s customers are placing more and more importance on how they experience a brand. They desire personalized interactions, dedicated service and connected experiences across all channels of communication. They now want to know what companies are doing for them beyond just providing great products.